Mastering the Mobile Revolution with Total User Management

LANDESK White Paper Mastering the Mobile Revolution with Total User Management ITIL-based mobile service management with LANDESK Service Desk 7.6 makes mobile devices a force for productivity on both sides of the service desk

Contents Disruptive Mobility and the Adaptive IT Organization... 3 Devices Aren t the Only Moving Target... 3 Mobile Management Strategies Are Evolving... 3 User-oriented IT: The Management Requirements... 3 Introducing LANDESK Service Desk... 4 LANDESK Mobile Web Desk: ITSM to Go... 4 LANDESK Mobile Self-Service: Power to the End User... 4 Total User Management in Action... 4 Registering a new mobile device... 4 Requesting a new Service... 4 Navigating a remote service call... 5 Logging an out-of-service printer... 5 Total User Management: Taming Mobility for Shared Productivity... 5 To the maximum extent permitted under applicable law, LANDESK assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDESK products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit www.landesk.com. Copyright 2013, LANDESK Software, Inc. and its affiliates. All rights reserved. LANDESK and its logos are registered trademarks or trademarks of LANDESK Software, Inc.and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. LSI-1198 BT-FS/MK/DL 2

Disruptive Mobility and the Adaptive IT Organization The history of IT as a business discipline is a story of evolutionary adaptation by organizations and their IT departments to the serial disruptions of revolutionary technologies. From mainframes and terminals to servers and PCs, private wired networks to global wireless connectivity, the Internet, virtualization, and the cloud change has been relentless and IT departments have rolled with every punch. Time and again we absorb the new, graft it onto the tried and true, and move forward. Today we are midway through another such adaptation as we learn to manage the surge of mobile technologies into the enterprise IT environment. The mobile influx than began as a trickle of executive Blackberry phones has become a consumerist flood of iphones, ipads, and Android everythings. Now the momentum is shifting again as managements seek to leverage mobile technologies in core operational processes to seize new business opportunities, create competitive advantage, and accelerate revenue cycles. A recent survey by Cisco network partners concludes that 90 percent of all full-time American workers who own a smartphone use their personal phones for work purposes, 62 percent of them on a daily basis. 1 Forrester reports that 66 percent of employees use two or more devices daily, and that 12 percent now use a tablet at work. 2 Looking forward, IDC forecasts worldwide IT spending on smart mobile devices will grow by almost 20 percent this year, accounting for fully 57 percent of the industry s growth. 3 The implication is obvious: IT organizations are going to have to support more devices and platforms for every user. Devices Aren t the Only Moving Target These changes in personal productivity tools are closely tied to simultaneous changes in the way we work and in the makeup of the workforce itself. Organizations have flattened and thinned over the last two decades, especially since the recent recession. Workforces are leaner and more nomadic, increasingly composed of part-time and contract personnel who are full-time mobile or remote, yet often among the highest-value knowledge workers. Work is now far less a place we go to than a thing we do, and all of us have experienced the resulting convergence of personal and professional time. In this environment, any tool that makes it easier for workers to access the resources necessary to fulfill their responsibilities independent of time and physical location increases their productivity, thus the rising demand for mobile devices, social collaboration tools, and a blizzard of new cloudbased services. The question for IT is how to enable and manage it all. If we loosen our traditional control on the devices that enter our environments, how do 1. http://www.structuredweb.com/sw/swchannel/customercenter/documents/8523/22089/ Cisco_mCon_BYOD_Insights_2013.pdf 2. http://techcrunch.com/2012/10/10/forrester-66-of-employees-use-2-or-more-devices-atwork-12-use-tablets/ 3. http://www.idc.com/getdoc.jsp?containerid=prus23814112#.uwrepddj961 we ensure the security, reliability, and compliance of our services and information assets? If each user carries multiple devices and uses them interchangeably, how do we maintain the service quality they have come to expect? And how do we take on these new workloads without sacrificing our own efficiency, or the cost and complexity of IT operations? Mobile Management Strategies Are Evolving The answers to these questions are being worked out today in organizations worldwide, including, in all probability, yours. Aberdeen Research has found that as of July 2012, 83 percent of businesses had implemented some level of bring-your-own-device policy 4 (BYOD), with 62 percent providing formal support for BlackBerry, 43 percent for ios, 30 percent for Android, 24 percent for Windows Mobile, and 13 percent each for Symbian and Windows Phone. Not surprisingly, Forrester reports that 54 percent of organizations are now focused on developing a comprehensive policy to support personal devices in the workplace. 5 Beyond BYOD initiatives, companies are beginning to explore ways to integrate mobile technologies more deeply into core business processes, to accelerate workflows, increase productivity, and enhance operational efficiency beyond the individual worker. Many are developing mobile apps of their own, and distributing them through internal app stores. But as the number of user endpoints increases and the applications running on them become more indispensable, our conventional focus on device management ceases to serve our goal of delivering services consistently. We need a new management model in which the user is the endpoint, and all of his or her services and resources are ubiquitously available in a consistent user experience on any device, at any moment, in any location. To raise our sights even further, our goal should not only be unconstrained productivity for the user, but streamlined operations and increased efficiency for IT itself. We call this new management model User- Oriented IT, and we ve built all the essential functionality into the newest releases of the LANDESK Secure User Management Suite, which together with LANDESK Service Desk provides LANDESK Total User Management. User-Oriented IT: The Management Requirements The ability to implement user-oriented IT presupposes an integrated systems management and security environment that extends all the core elements of management functionality to every mobile device. These baseline functions include discovery, inventory, security configuration, software distribution and update, remote control, reporting, policy-based automation, and single-console administration. Today s LANDESK Secure User Management Suite, which includes LANDESK Mobility Manager, provides all of these essentials with integrated support for Blackberry, Apple ios, Android. 4. InfoWorld Mobile and BYOD Deep Dive, InfoWorld Media Group, February 2013 5. http://techcrunch.com/2012/10/10/forrester-66-of-employees-use-2-or-more-devices-atwork-12-use-tablets/ 3

But integrating systems management at the mobile device level alone doesn t necessarily ensure timely user access to critical services, swift resolution of technical issues, or efficient execution of IT management processes. This requires the process-driven automation and standardization that can only be achieved with ITIL-based service management. LANDESK Service Desk adds precisely these capabilities to our secure user management solutions, enabling a level of user-oriented IT we call Total User Management. Introducing LANDESK Service Desk LANDESK Service Desk is a process-driven IT service management solution that is delivered on-premise, in the cloud, or as a hybrid solution. It provides a comprehensive range of service management capabilities, including ITIL-verified incident, self-service, problem, change and release, configuration, service levels, asset management, knowledge management, and multi-level reporting. Built around a powerful process engine, Service Desk makes it easy to define, build, modify, and interact with complex service management processes through an intuitive graphical interface. By enabling processbased automation, it relieves IT workloads while enforcing consistent process execution without deviation and enables continuous process improvement. For those seeking best practices, LANDESK Service Desk is PinkVERIFY certified in all 15 ITIL v3 processes. LANDESK Service Desk links IT operational performance back to your service-level commitments with business stakeholders, allowing you to monitor, measure, document, and communicate your service quality achievement. But perhaps most importantly, LANDESK Service Desk provides service management and execution services that can drive standardization, accuracy, and performance improvement beyond IT in the wider business organization. Two components of LANDESK Service Desk are particularly important to the realization of user-oriented IT: LANDESK Mobile Web Desk and LANDESK Mobile Self-Service. LANDESK Mobile Web Desk: ITSM to Go LANDESK Mobile Web Desk sets your service desk analysts free to follow service issues to their sources, while maintaining full mobile access to service desk functionality through any Blackberry, ios, Android, or Windows mobile device. For technicians who often work away from the service desk it provides the flexibility to manage workloads, interact with colleagues, and resolve end-user issues as they arise with full access to ITIL verified processes. Unlike native mobile apps, this browser-based interface provides truly unrestricted access to your Service Desk functionality. Analysts can work on your incidents, problems, change requests, and any other processes, just as they would if seated at a computer. All relevant information and activities are immediately visible through the mobile interface at the same time as anywhere else in the Service Desk system. For managers, Mobile Web Desk provides on-the-go access to performance dashboards and service level metrics, allowing them to respond quickly to business issues and approval requests, eliminating routine process delays that often lead to service level breaches. Additionally, detailed drill-down views provide access to the data behind the dashboards and full access to all service desk functionality. With LANDESK Mobile Web Desk, service quality never needs to suffer because your analysts can t access the necessary tools and information to address a user issue in a timely, responsive manner. LANDESK Mobile Self-Service: Power to the End User LANDESK Mobile Self-Service is a touch-driven interface that enables end users to log and track incidents, request services, research known issues, respond to notifications, or consult a notice board for important news all from their choice of mobile devices. It alleviates service desk workloads by providing 7x24 access to user support services without reducing the quality of that support. Mobile Self-Service allows users to locate and request any service for which they are authorized. LDAP and Active Directory integration enables accurate, identity-based content personalization. This convenient selfservice facility provides a mobile interface to the service management organization that helps users and analysts alike resolve technology issues and access resources efficiently with the absolute minimum impact on revenue-producing operations. Total User Management in Action To better understand the impact Total User Management can have on the productivity of mobile end users and the efficiency of IT service delivery, consider these typical use cases. Registering a new mobile device A newly arrived university student needs to register his smartphone to access services on the school network. At the university he scans the QR code on a device registration poster. The scan initiates a device registration request and a user authentication process. LANDESK Mobility Manager then pushes out the device management agent, which applies security configuration settings and completes the device registration process. The student is then cleared to request access to email and any other authorized services in the school environment. The only manual inputs required to complete the processes are the student s authentication credentials. Requesting a new service A new sales representative uses LANDESK Mobile Self-Service to request an updated version of Adobe Acrobat Reader. Mobile Self-Service verifies the user s employment status with Active Directory, learning in the process that she has three devices: a Windows laptop, an iphone, and an Android tablet. LANDESK Mobility Manager then pushes out the correct version of the latest Adobe Reader to all three devices. The entire provisioning process is fully automated and policy controlled, and requires no manual intervention by the service desk team. 4

Navigating a remote service call A service desk technician arrives at a regional sales office with a list of local issues on his Mobile Web Desk dashboard. From the lobby he uses LANDESK Mobile Web Desk to log his arrival, notify team members of his current location, and check his work assignments for newly reported issues. A site map displays the location of every office he ll need to visit, and at each stop he uses Mobile Web Desk to access system records and troubleshooting resources, to close each incident as he resolves it, or pass it on to another member of the service desk team. Logging an out-of-service printer Finding that a network printer is not working, an employee uses his smartphone to scan a QR code from a placard on the wall next to the printer. The scan automatically logs an incident with the service desk, and the employee goes about his business. When a technician visits the printer later to replace the toner cartridge, he scans another QR code to close the incident, which automatically alerts the reporting employee that the issue has been resolved through a notice on Mobile Self-Service. Total User Management: Taming Mobility for Shared Productivity The promise of today s powerful mobile devices to elevate our individual productivity is essentially irresistible. Furthermore, the versatility and usability of consumer-oriented devices and services has raised employee expectations of enterprise IT that the business computing experience should be equally up-to-date, user-friendly, social, and personally accommodating. But from the IT organization s perspective, the challenge of bringing all these new devices under management, securing the environment, maintaining compliance, and delivering on our SLAs for critical business services has seemed unachievable with our conventional, device-centric management approaches. There simply aren t the man-hours or dollars. The answer, of course, is to shift our focus from the device to the user to let policy govern the permissible platforms and process-driven automation replace most manual administration. Then users and IT professionals alike can use their personal mobile devices to access service management processes, and productivity and efficiency can multiply on both sides of the service desk. For more information on LANDESK Total User Management solutions for enterprise mobility, visit us online at http://www.landesk.com/ total-user-management/. 5